Our deep learning AI technology analyzes what and how something is being said, on both sides of the conversation, to measure an agent’s performance and overall quality of conversation. It listens to your agent or sales rep —and the customer— in order to capture and measure politeness, composure (calm vs agitated), empathy towards the customer, customer’s reactions, and overall speaking style like slow, fast, engaged or disengaged, in order to calculate the conversation quality score and the performance.
Deep dive into calls and quickly browse through important events, e.g., when the customer started yelling. Understand how your best agents are doing in terms of how they are handling specific events in calls, e.g., when the customer mentions a competitor. Equip your agents with a unique tool to train their communication skills on real-life examples.
Strong Emotional Intelligence is at the very core of excellent customer experiences. But, you can’t manage what you can’t measure. That’s why our AI engineers and contact center experts at Behavioral Signals built a complete voice intelligence analytics platform. It measures the subtle behavioral patterns in voice conversations between agents and customers, so you can gain x-ray vision into your sales and support teams’ effectiveness.
Use its powerful automatic transcription (ASR) with Emotion & Behavioral labeling, for every call, to discover the underlying emotions and intentions of every call. Monitor agents’ performance and decode the conversational content that emotionally resonates with your customers. Train agents’ soft skills focusing on positive emotional and behavioral examples to guide their conversation dynamic. Increase agents’ emotional awareness and enhance their sales performance.